Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am one unhappy customer and feel totally taken advantage of. I had Solar put on my house in April of 2023 and was told by my Rep ****** that I would get a 30% refund back on my taxes and would need to use that money from my return to pay Mosaic which would lower my payments down to ****** a month. Well guess what folks, come to find out I was completely mislead by the independent Solar rep, I did get a 30K IRS Tax Credit, not a refund like I was told. Now with this being said, I have a higher Solar payment in which is more than I was told and to top things off I am still paying APS.If you are considering going Solar with Independent Solar, get EVERYTHING in writing and be prepared to take it to a Attorney to fight your case. I wish I could have them taken off but too late now... BEWARE OF THE FALSE INFORMATION THEY GIVE YOU! I will never recommend them to anyone.

  

  Business Response

  Date: 02/16/2024

  Hello *****,

  First I would like to say I am grateful you chose Independent Solar as your Solar provider.
  
  Your Energy *********** ******* is one of our most trusted representatives and has one of the highest satisfaction rate in our organization. ****** explained to me that your solar agreement was done over the phone and that you were a referral from one of his many happy customers.
  
  Jordan stated you were told "The federal incentive is not a rebate. It is a credit, based on your federally taxable income and withholdings. In order to qualify, you must have withholdings greater than or equal to the incentive. What you decide to do with it is up to you. We are not tax advisors, and if you have more questions you should consult your tax advisor."
  
  All lenders provide a re-amortization period, usually 18 months after the start of the note, which allows everyone an opportunity to pay down the balance. The lender holds 30% (the amount of the allowable tax credit) tax free for that 18 months.  The payments start at a lower rate. If the amount of the tax incentive is paid back to the lender before the 18 month reamortization period, the payment will adjust to include the amount of the unpaid tax credit.
  
  Lastly, our trusted Lender, Mosaic Solar Financing, on every purchase agreement - outside of Independent Solar's influence -  calls the Homeowner after the agreement is completed and does an onboarding call where they ask this very question.  They confirm that each Homeowner knows that the Federal Tax Credit is an incentive, NOT a rebate.
  
  We are sorry if there was a misunderstanding. 
  
  Many people who do not qualify for the tax credit, still take advantage of the reamortization period and pay down the loan before the 18 month period ends. 
  
  If you were installed in April, you still have at least 5-6 months to apply that incentive amount to the Mosaic loan.
  
  If you'd like to discuss further, please call Independent Solar at ************.

  Thank you,

  ***********************

  Customer Answer

  Date: 02/19/2024

  First off, I was never told it was a 30K credit, I was told I would get 30% of the money back and would need to apply it to the loan, second, I was not referred by a happy customer of ********* I was referred by JR at ******************* who used to work with ****** who said that I needed my roof replaced in order to do the solar, So, so far your response has been nothing but FALSE information and lastly, I was never called and asked by ****** if I understood that I wasn't getting a refund back. I'm a little upset at the fact that you have again provided nothing but false information here. This is unacceptable business.

  

  Business Response

  Date: 03/04/2024

  Once in a while, we get negative comments from a customer who has an idea about us that is born from an unmet expectation. We have also learned, that most people are never disappointed because of what happens, but they are disappointed because of what they expect to happen. 

  I would like to point out that your system is installed perfectly and running as intended. 

  1st. In our last written response to you, we never said you were told you get 30k credit. All Solar Installers, are only allowed, by LAW, to tell you there is a 30% Investment Tax Credit that is meant as an incentive. We also state, to every customer, that if you have any questions, you should consult your tax advisor.
  Your finance company is Concert/Mosaic. We have on record that you received a Welcome Call and that they are very specific in asking if you understand that if you have any questions about the ***** Investment Tax Credit, that you should consult your tax advisor. 
  Lastly, I admit I was mistaken as to who referred you. The **** remains that you were referred by someone who knows we do good, honest business. 
  Our reputation is among of the best. We are known as having the highest customer satisfaction in the industry. We would NEVER lie, to any customer, EVER! 

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August, we contracted Independent Solar to install Solar Panels on our house. As part of the sign-up offer, we were promised the following:1. Two Nest Thermostats 2. A $1000 incentive check to be received the day the Solar system was turned on (the system was turned on in September)3. A link to sign-up for SolarEdge, an app that allows us to monitor if our System is running appropriately The salesman ***** will not return my phone calls or text messages despite reaching out more multiple times. I would like a resolution on the three items above. I also have requested that Solar Edge send someone out to ensure the system is functioning correctly (since I am not able to see it via the app). The website now seems to be down which is cause for concern that the company closed it's doors before fulfilling their promises. Our purchase included a 25 year warranty. If the business closed it's doors, we need to know if we are now left without a warranty on a very expensive system. There seems to be no communication coming from the company.Please assist!

  

  Business Response

  Date: 01/11/2024

  After receiving this complaint, we reached out to ***** immediately and were able to come to a successful resolution. As for the website being down, we were simply under maintenance that day at the time he looked at the website! 

  Customer Answer

  Date: 01/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:12/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had solar panels installed in my home within the last two months by Independent Solar. The reason for my complaint is that the agents promise to me was that the solar would power my home and I would not have to pay any electricity, I would only have go pay for the financing of the panels. However that has not been the case, the panels are not self sufficient, I am still having to pay electricity as well as the solar loan. I was supposed to be paying less on electricity but I an paying twice as much as I usually do in the last 2 months. To add to that the agent that knocked on my house and got this process going, is unresponsive and not helping or cooperating in fixing the issue. I want to know what I can do, if I should file a legal claim or what is the next step I should pursue to have this corrected.

  

  Business Response

  Date: 12/29/2023

  ***************** received a proposal showing that his system would cover 88% of his demand, and he would still have an average utility bill of $86 monthly. (See link below)
  
  Link to Proposal with Production: ***************************************************
  
  It seems ****************** has 2 meters on the same property.  Solar can only be installed on one meter.  The size system he has doesnt meet the demand of both meters.  We have worked out a solution to ****************** concern.  We have offered to upgrade ****************** system at no cost to him so he will have as much solar as his roof can handle.  Our goal at Independent Solar is to have every customer be a satisfied customer. 

• Initial Complaint

  Date:12/16/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This solar company confronted me outside of ******* and asked if I had solar. I said no and that I was not interested. They said they would give me a $200 ******* gift card if I would allow them to do a consultation. After the consultation I asked about the gift card and they said I had to sign the agreement or run my credit and be approved through their financing company. They lied and wasted my time. I was interested, but now that I know how shady the company is I would never do business with them. I want the gift card I was promised.

  

  Business Response

  Date: 12/22/2023

  At Independent Solar, we pride ourselves in following-through on all promises made to our prospects and customers.  Integrity is our highest priority and we are committed to excellence and honesty in everything we do.  This is reflected in our A+ rating with the Better Business Bureau as well as our highly-respected name within the solar industry.  Unfortunately, this situation came about due to a new manager being promoted and not fully understanding our policy regarding gift cards and consultations.  Upon being made aware of this situation, we addressed the issue immediately by going to the home of ****************** to apologize in-person and present the promised gift card.  Our new manager now clearly understands our policy and has been trained to ensure this doesnt happen again in the future.  Again, we apologize for the confusion and assure everyone involved that this will not happen again.